Question 1

Which of the following is an example of a direct cost?

Accepted Answer

A)  electricity 
B)  human resource staff 
C)  medications 
D)  secretaries 
A)  electricity 
B)  human resource staff 
C)  medications 
D)  secretaries C

Question 2

Which of these statements best describes the concept of "quality"?

Accepted Answer

A)  being better,doing things right the first time,and being as good as the competition 
B)  seeing clients and others as customers 
C)  providing basics to the customers 
D)  achieving customer satisfaction and loyalty 
A)  being better,doing things right the first time,and being as good as the competition 
B)  seeing clients and others as customers 
C)  providing basics to the customers 
D)  achieving customer satisfaction and loyalty D

Question 3

What is the term for a set of actions,changes,or functions that bring about a result?

Accepted Answer

A)  system 
B)  sentinel event 
C)  benchmarking 
D)  process 
A)  system 
B)  sentinel event 
C)  benchmarking 
D)  process D

Question 4

As a program manager which of the following visual aids might you choose to use to identify reasons for delays or problems in a process?

Accepted Answer

A)  time series chart 
B)  fishbone diagram 
C)  balanced scorecard 
D)  flowchart 
A)  time series chart 
B)  fishbone diagram 
C)  balanced scorecard 
D)  flowchart

Question 5

Which of these is a visual display that outlines the major steps in an improvement process?

Accepted Answer

A)  storyboard 
B)  time series graph 
C)  flowchart 
D)  PDCA 
A)  storyboard 
B)  time series graph 
C)  flowchart 
D)  PDCA

Question 6

Which of the following applies to employees who work in an organization that encourages empowerment and promotes a culture of employee ownership?

Accepted Answer

A)  Staff take responsibility only for their work unit. 
B)  Staff maintain customer base. 
C)  Workers maintain current method of doing business. 
D)  Staff are valued for their efforts. 
A)  Staff take responsibility only for their work unit. 
B)  Staff maintain customer base. 
C)  Workers maintain current method of doing business. 
D)  Staff are valued for their efforts.

Question 7

If you were a manger planning to use the FOCUS method to examine a process in your agency,in which step would you find a flowchart most useful?

Accepted Answer

A)  O 
B)  C 
C)  U 
D)  S 
A)  O 
B)  C 
C)  U 
D)  S

Question 8

What is the focus of quality assurance?

Accepted Answer

A)  meeting the needs of the consumer 
B)  assessing work processes to identify opportunities for improved performance 
C)  improving performance when standards are not met 
D)  building quality performance into work processes 
A)  meeting the needs of the consumer 
B)  assessing work processes to identify opportunities for improved performance 
C)  improving performance when standards are not met 
D)  building quality performance into work processes

Question 9

Which of these groups is an example of internal customers?

Accepted Answer

A)  clients 
B)  nurses 
C)  private physicians 
D)  insurance payers 
A)  clients 
B)  nurses 
C)  private physicians 
D)  insurance payers

Question 10

Which of these acronyms also refers to total quality management?

Accepted Answer

A)  QA 
B)  QI 
C)  PI 
D)  CIQ 
A)  QA 
B)  QI 
C)  PI 
D)  CIQ

Question 11

Which of these terms could include the example of a client who is having a chest X-ray done?

Accepted Answer

A)  system 
B)  process 
C)  benchmarking 
D)  sentinel event 
A)  system 
B)  process 
C)  benchmarking 
D)  sentinel event

Question 12

Which of the following is one of the primary benefits of adopting quality concepts and principles?

Accepted Answer

A)  Health care processes can better meet the needs of the health care provider. 
B)  management contributes to better work is design 
C)  maintaining costs at budgeted levels 
D)  discovering performance issues more quickly and efficiently 
A)  Health care processes can better meet the needs of the health care provider. 
B)  management contributes to better work is design 
C)  maintaining costs at budgeted levels 
D)  discovering performance issues more quickly and efficiently

Question 13

Which step in the FOCUS process asks the question,"What is the problem?"

Accepted Answer

A)  F 
B)  O 
C)  C 
D)  U 
A)  F 
B)  O 
C)  C 
D)  U

Question 14

Which of these people has made an important contribution to the science of improvement?

Accepted Answer

A)  Katz 
B)  Drucker 
C)  Deming 
D)  Plsek 
A)  Katz 
B)  Drucker 
C)  Deming 
D)  Plsek

Question 15

What is the term for an unexpected occurrence involving death or serious physical or psychological injury to a client?

Accepted Answer

A)  below standard 
B)  quality failure 
C)  benchmarking 
D)  sentinel event 
A)  below standard 
B)  quality failure 
C)  benchmarking 
D)  sentinel event

Question 16

Which of these acronyms stands for a model that describes a stepwise process of how to move through the improvement process?

Accepted Answer

A)  COFUS 
B)  SOCFU 
C)  FOCUS 
D)  CUSFO 
A)  COFUS 
B)  SOCFU 
C)  FOCUS 
D)  CUSFO

Question 17

Which of the following is an important feature of quality improvement (QI)efforts in today's highly complex and changeable health care organizations?

Accepted Answer

A)  mission 
B)  vision statement 
C)  cost-effectiveness 
D)  flexibility 
A)  mission 
B)  vision statement 
C)  cost-effectiveness 
D)  flexibility

Question 18

Which of these is a general principle of performance or quality improvement?

Accepted Answer

A)  The priority is to benefit clients and internal customers. 
B)  Quality is achieved through the participation of everyone in the organization. 
C)  Improvement opportunities are focused on the work we do individually. 
D)  Decisions to change or improve a system or process are based on intuition. 
A)  The priority is to benefit clients and internal customers. 
B)  Quality is achieved through the participation of everyone in the organization. 
C)  Improvement opportunities are focused on the work we do individually. 
D)  Decisions to change or improve a system or process are based on intuition.

Question 19

Which of these acronyms stands for a model that outlines a methodology for improvement?

Accepted Answer

A)  ACDP 
B)  CDPA 
C)  DPAC 
D)  PDCA 
A)  ACDP 
B)  CDPA 
C)  DPAC 
D)  PDCA

Question 20

Which of the following may result from inspection systems that reward or punish random variation?

Accepted Answer

A)  change 
B)  tampering 
C)  improvement in processes 
D)  improvement in outcomes 
A)  change 
B)  tampering 
C)  improvement in processes 
D)  improvement in outcomes

Exam 16: Managing Performance and Outcomes Using an Organizational Quality Improvement Model

Which of the following is an example of a direct cost?

Which of these statements best describes the concept of "quality"?

What is the term for a set of actions,changes,or functions that bring about a result?

As a program manager which of the following visual aids might you choose to use to identify reasons for delays or problems in a process?

Which of these is a visual display that outlines the major steps in an improvement process?

Which of the following applies to employees who work in an organization that encourages empowerment and promotes a culture of employee ownership?

If you were a manger planning to use the FOCUS method to examine a process in your agency,in which step would you find a flowchart most useful?

What is the focus of quality assurance?

Which of these groups is an example of internal customers?

Which of these acronyms also refers to total quality management?

Which of these terms could include the example of a client who is having a chest X-ray done?

Which of the following is one of the primary benefits of adopting quality concepts and principles?

Which step in the FOCUS process asks the question,"What is the problem?"

Which of these people has made an important contribution to the science of improvement?

What is the term for an unexpected occurrence involving death or serious physical or psychological injury to a client?

Which of these acronyms stands for a model that describes a stepwise process of how to move through the improvement process?

Which of the following is an important feature of quality improvement (QI)efforts in today's highly complex and changeable health care organizations?

Which of these is a general principle of performance or quality improvement?

Which of these acronyms stands for a model that outlines a methodology for improvement?

Which of the following may result from inspection systems that reward or punish random variation?

Canadas Health Care Environment

Basic Clinical Health Care Economics

Evidence-Based Practice

Nursing and Health Care Informatics

Population-Based Health Care Practice

Personal and Interprofessional Communication

Politics and Consumer Partnerships

Nursing Leadership and Management

Effective Team Building

Budget Concepts for Client Care

Effective Staffing

Delegation of Nursing Care

Strategic Planning and Organizing Client Care

Change and Conflict Resolution

Power

Decision Making

Legal Aspects of Client Care

Spirituality and the Profession of Nursing

Ethics and the Profession of Nursing

Collective Bargaining

Career Planning and Development: Creating Your Path to the Future

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